Why hotels across the Murcia Region are turning against Booking.com

Hotels and guesthouses across the region complain of excessive fees, unfair reviews and a lack of protection when problems arise

Hotels and guesthouses across the Region of Murcia are raising concerns about their growing dependence on Booking.com, claiming that high commissions and a lack of support when things go wrong are leaving smaller businesses at a disadvantage.

The platform has become the first stop for many people planning a holiday, offering thousands of accommodation options, easy comparisons and discounts for loyal customers. However, its dominance is creating problems for the independent hotels and guesthouses that rely on it to attract visitors.

According to Spain's National Commission for Markets and Competition (CNMC), Booking.com accounts for between 70% and 90% of the country's online accommodation booking market.

The regional hospitality and tourism federation HoyTú says this leaves many smaller establishments with little choice but to use the platform, even when the financial terms are not particularly favourable.
One of the biggest complaints is the commission charged on bookings, which typically takes around 18% of the booking value but can rise to 25% depending on additional services and promotional schemes.

Hotels also say the platform's Genius discounts can eat further into their earnings, as establishments continue to pay the same commission even when customers receive a reduced room rate.

However, financial concerns are only part of the problem. Accommodation providers across the region also report feeling unprotected when disputes arise with guests.

Complaints include customers leaving without paying, theft and damage to rooms, and negative reviews that owners believe are misleading or completely unfounded. Some say the complaints process offers little practical help, leaving them to deal with incidents themselves.

Online reviews are particularly important because poor ratings can affect where an establishment appears in Booking.com's search results, potentially costing it future reservations. Hoteliers are therefore calling for a better system to verify reviews and allow businesses to challenge comments that do not reflect what actually happened.

Despite these frustrations, many admit that abandoning the platform would be difficult, particularly during the quieter months when a large proportion of bookings come through Booking.com.

Booking directly could be cheaper

For travellers planning a stay in the Region of Murcia, local hoteliers have some practical advice: use Booking.com to find accommodation, but check the hotel's own website before making a reservation.

Since the EU's Digital Markets Act removed contractual restrictions on offering different prices through other sales channels in 2024, hotels have been free to offer cheaper rates to customers booking directly.

Contacting the establishment by phone is another option and may also make it easier to arrange changes or cancellations if plans change.

HoyTú is calling for a fairer relationship between booking platforms and accommodation providers, arguing that smaller businesses need better protection and greater freedom to build direct relationships with their customers.
 

Image: Artistic representation